Job Description

Key purpose:

To manage a team of planners to deliver the planning and real time cycle for operational accounts, delivering cost effective resource models that ensure financial as well as operational performance.

Duties and responsibilities:

• Overall responsibility for capacity plans, FTE plans, attrition analysis and recruitment numbers
• Design, implement and distribute shift patterns and schedules for campaigns to fit client requirements and achieve staffing and productivity targets.
• Attend daily/weekly calls to present and discuss current resourcing position with both clients and internal stakeholders
• Providing required management information to allow business areas to manage holidays effectively
• Forecasting processes and methodology to match the client business model
• Liaising with operational and support teams to ensure effective account sizing
• Accurately documenting issues and results producing daily, weekly and monthly commentary on the performance of accounts
• Auditing current practice and bench marking against industry standards
• Supporting and developing the skills of the Resource Planning Team
• Provide resource sizing models to Kuras Bid Team to support RFP process
• Support operations through quarterly and annualised budget process

Qualifications and experience:

• Proven experience in a Planning/Service Delivery environment
• Mathematics to Higher grade or above
• English to Higher grade or above
• Professional qualification in Resource Planning
• Experience of working in a Planning/Service Delivery Team, ideally within an outsourced contact centre environment
• Well versed in the provision and design of commercially aware resource models
• Experience with workforce management system IEX Totalview experience preferred but not essential
• Ability to develop resourcing strategies used to deliver client requirements
• Highly developed stakeholder management skills
• Ability to challenge and question trends to address issues and identify opportunities for financial growth
• A high level of accuracy and attention to detail
• Strong analytical, communication, management, and organisational skills
• Highly Advanced Excel skills
• Awareness of commercial models employed within the accounts and the impacts of their teams decisions on financial performance.
• Knowledge of Avaya, IEX Totalview, Genesys, CC Pulse

Managerial and financial responsibilities:

• Awareness of the commercial models employed within the business so that the work delivered compliments the financial delivery of the campaigns
• Provide recommendations and solutions to improve efficiency within the team
• At least 3 years minimum experience in managing a team